Relationship Banker

M&T Bank•Middletown, PA

3d•Onsite

About The Position

The Relationship Banker is the branch focal point for sales, service, and referral opportunities supporting branch goals and activity requirements. The role drives customer flow, serves existing customers, and grows the business by identifying customer needs and sales opportunities. It specializes in the branch customer experience through lobby management, service and sales interactions for retail and business customers, and referrals of complex needs to the appropriate team member or partner. The Relationship Banker uses the bank’s retail sales process to provide proactive, basic sales solutions and customer outreach. The role includes customer assessments and profiling, account opening, lead-focused outbound calling, appointment preparation and follow-up, and risk management. The banker stays current on operational, product, and system changes, makes sound risk-management decisions, and supports the branch in preventing losses and reducing fraudulent activity. The position must meet and maintain registration requirements under the Federal SAFE Act.

Requirements

High school diploma or equivalent (GED).
At least 2 years of proven retail sales, call center, customer service, and/or telesales experience, or at least 1 year of proven proactive sales experience.
Strong verbal communication and interpersonal skills.
Proven ability to demonstrate exceptional customer service.
Well-organized, with time-management and prioritization skills.
Demonstrated financial-services product knowledge.
Ability to communicate with tact and diplomacy with internal and external customers.
Proficient with internet user-level technology.
Ability to stand for long periods of time.
Prolonged use of hands and fingers.
Ability to lift objects weighing 5 to 30 pounds.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.
Ability to use a fax, telephone system, copier, and other communication tools.

Nice To Haves

Associate degree.
Notary public license.
Bilingual skills based on branch needs.

Responsibilities

Identify customer needs and provide proactive basic sales solutions or refer complex needs to the appropriate team member or partner.
Manage customer relationships through assessments, sales-opportunity profiling, account opening, and lead-focused outbound calling.
Research customer profiles to identify ways to add value to banking relationships and transition to discussions based on customers’ financial goals.
Identify customers’ financial needs and present appropriate product and service options in cooperation with internal business partners.
Contact clients by email or phone to follow up and educate them about value-added products and services that address their needs.
Onboard new customers through customer outreach, regardless of the channel or the person who opened the account.
Build trust with existing clients through regular proactive outreach.
Schedule appointments for the following week and hold appointments each week.
Prepare for scheduled appointments and sales interactions using a pre-call plan.
Perform customer-service interactions and help manage customer flow in the branch.
Follow the sales process, including profiling and pre-call planning, outreach, appointment preparation, customer interaction, and follow-up.
Follow applicable compliance and operational risk controls and company or regulatory standards and policies, including audit requirements, fraud prevention, KYC, and CIP.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points and applicable issues raised by external regulators.
Stay current on operational, product, and system changes or enhancements and make sound risk-management decisions to help prevent losses and reduce fraud.
Meet and maintain registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.